Mobile Customer Support
Help
Mobile Download Customer Support
For any enquiries or support on our portal or downloads please call our dedicated phone line 0870 750 7830*.
Please call from a landline having your mobile handset and number available.
*Calls cost up to 4p per minute from BT landlines. Other providers vary. Calls may be recorded.
Mobile Download Purchasing Guide
To purchase your item, click the BUY button to select the product you wish to purchase. This will then display a window on the page showing two options SMS Purchase and Card Purchase.
SMS Purchase
If you select SMS Purchase, you will then be asked to enter your mobile number and click the submit button. You will then be sent a link to your order by text message.
Use the link in the message on your phone to connect to the product you wish to buy, and click the Buy Now button to complete the purchase.
Payment for the product you download will be taken from your handset airtime balance, we will do this by sending you one or more billing text messages.
Card Purchase
If you select Card Purchase your product will be placed in your basket which will display above the menu. You are now able to add items that you wish to purchase to your basket.
To complete your order, click the checkout button and this will take you to the checkout page, when you will need to enter your name and mobile number and click the submit button, which will take you to our secure payment pages.
If your payment is successful, you will be sent a push message to your phone to allow you to download your products. The cost of the items ordered will be charged to your card.
Products require downloading over WAP / GPRS and will also incur your normal network providers charges for WAP.
Contact Us
If you need further assistance please call 0870 750 7830.
Mobile FAQs
Can I visit Arsenal Mobile on my phone?
Yes, in the UK you can visit wap.arsenalmobile.com, or text ARSENAL to 83202 and we'll send you a free link to the site. Standard WAP charges apply.
I ordered a wallpaper/ringtone but didn't receive it...
Please contact Customer Support on 0870 750 7830.
Are text alerts available in my country?
Arsenal Mobile provides alerts to the UK only. For official overseas alerts see your local operator.
I am receiving Arsenal text alerts which I did not ask for!
Please contact Customer Support on 0870 750 7830. They will be able to tell you if you are subscribed to an official alerts service or not. Please remember - there are many unofficial Arsenal services.
How do I stop my text alerts?
To unsubscribe at any time text ALERT * OFF to 83202 (replace * with MATCH, MATCH EXTRA, NEWS, UNLIMITED, RED or SILVER). If you are unsure, text STOP to 83202 (this may take up to 7 days).
I received an unsubscription message, but my phone is still receiving alerts!
Anybody can receive an unsubscription message, the important thing is to unsubscribe from the service you are signed up to. If you are still receiving messages after you have unsubscribed contact the Customer Support on 0870 750 7830.
I can't see any Video clips at your WAP site...
Video clips are only viewable by phones that are capable of playing them. When you order on the site there is a handset compatability section.
I have clicked on the order button on the web. What do I do next?
When you order your product we send you a link message that takes your mobile to our wap site and allows you to pay for, and download, your product.
I have clicked on the wrong button by mistake and ordered the same product twice...
As the website only sends you a link for the product it has not charged you at this time. Do not follow the link and you will not be charged.
I have received a message but do not know what to do with it...
When you open the message it will give you an option to 'go to, retrieve or use link'. This will use the wap service on your handset to link you to our wap site.
When I try and use the message it does not take me to a wap site...
You need to check that you that you have the wap enabled on your handset. If the message displayed is 'subscribe to GPRS first' or 'network connection unavailable' then it is probable you need the wap enabling on your handset.
I received text messages during or after downloading my product....
These are your billing messages for the product you have ordered. On some newer handsets you will see them appear on your handset. With these phones you can always go back to the wap site and continue downloading as both actions can take place at the same time. Other handsets will wait until you have finished downloading before delivering your billing messages.
Terms and Conditions
1.The Service
1.1 The Service allows you to download digital picture files (the "Downloads"). Chargeable Downloads will be made available for you to download once your payment has been authorised. There will be no contract of any kind between you and us unless and until you make payment for the Downloads. At any point up until then, we may decline to supply the Downloads to you without giving any reason. We may also choose to make non-chargeable Downloads available to you.
1.2 Please note that you are responsible for downloading the Downloads and providing equipment to do so. You are also responsible for providing equipment and software to use the Downloads. Your may also incur data costs from your network provider for the Download. You should not purchase a Download where you know it is not compatible with your handset.
2. Usage
2.1 The Downloads are protected by national and international copyright law. The download of such files is permitted for your personal, non-commercial purposes only. Additional information and restrictions on what you may do with each Download may be provided by us ("Usage Rights").
2.2 Except for your Usage Rights, any copying, reproduction, lending or hiring, public performance, broadcasting or any other form of distribution of the Downloads are prohibited and will constitute a copyright infringement.
2.3 You understand that the Downloads may include security technology which ensures that they may only be used in accordance with the Usage Rights. You agree not to attempt to, or assist any other person to, circumvent any of this security technology.
2.4 You agree that the information which is used to secure the Downloads is stored together with other information concerning your purchase which may be used in order to trace any infringement of the Usage Rights. You agree that this information may be disclosed to third parties if such disclosure appears necessary for the purpose of tracing copyright infringements.
2.5 We may suspend your use of the Service immediately if: (a) we need to carry out repairs, maintenance or the introduction of new aspects to the Service (and we will try to restore the Service as soon as we can), (b) we are told to by the Government, the emergency services or any other competent or lawful authority to do so, or (c) any of the circumstances in paragraph 2.6 occur.
2.6 Sometimes, it may appear to us that there is an unusual use of the Service (for example, the volume or nature of Downloads increases significantly or there are excessive requests for refunds). If this does happen we may suspend the Service to protect you, for example to prevent someone from running up a large premium SMS bill on your phone. We will only ever suspend the Service like this in exceptional circumstances and will try to contact you beforehand (but this may not be possible).
3. Cancellation and Defective Downloads
Once you have paid for a Download, we make the Download available to you through the Service. You are not able to cancel any purchase of Downloads after you have confirmed payment. Downloads may not be returned for any reason unless they are defective. If you are unable to complete the download process or wish us to provide a replacement for a file that is defective please contact our helpdesk by using the contact details below and, where this is because of our fault, we will replace or refund the Download.
4. Material in the Downloads
You understand that some Downloads may include content that you may consider offensive or otherwise objectionable. Although we will attempt to make such content clear where the suppliers of the track provide us with this information, you agree that we shall have no liability to you for content within the Downloads that may be found to be offensive or otherwise objectionable.
5. Payment
5.1 The prices payable for the Downloads that you order are set out clearly in the Service. If, by mistake, we have under-priced a Download, we will not be liable to supply that Download to you at the stated price, provided that we notify you before the Download concerned is downloaded. All prices are expressed inclusive of any VAT payable unless otherwise stated.
5.2 Purchases for Downloads can be made either by credit or debit card or reverse billed SMS message. Authority for payment must be given at the time of order. You will be charged for Downloads at this time. Card payments will be taken by InfoMedia Services Limited, who operate this Service for us, via World Pay. Your card details will be encrypted to minimise the possibility of unauthorised access or disclosure.
5.3 We accept orders only from WAP browsers or Web browsers that permit communication through Secure Socket Layer (SSL) technology, for example, 3.0 version or higher of Explorer and versions 3.02 or higher of Netscape. This means you cannot inadvertently place an order through an unsecured connection.
6. Liability
6.1 If we are in breach of these Product Terms, we will only be responsible for any losses that you suffer as a result to the extent that they are a foreseeable consequence to both of us at the time you make the relevant order. Our Downloads are for personal use only and our liability shall not in any event include business losses such as lost data, lost profits or business interruption.
6.2 This paragraph 6 shall not limit or affect our liability resulting from any Downloads being found to be unsafe or if something we do negligently causes death or personal injury.
6.3 Our liability to you in connection with any Download will not exceed the total price charged for the relevant Downloads.
7. General
7.1 These Product Terms & Conditions are subject to English law. We will try to solve any disagreements quickly and efficiently. If you are not happy with the way we deal with any disagreement and you want to take court proceedings, you must do so in England, Scotland, Wales or Northern Ireland.
7.2 If any of these Product Terms is held by any court of competent authority to be unlawful, invalid or unenforceable, in whole or in part, this will not affect the validity of the remaining Product Terms which will continue to be valid and enforceable to the fullest extent permitted by law.
7.3 We reserve the right to modify, suspend or discontinue the Service (or any part of it) without notice to you and shall not be liable to you if we exercise these rights. You acknowledge that you may no longer be able to replace the Downloads if we discontinue the Service and you agree that we shall have no liability to you in that event. Where commercially practicable, we will try to give you reasonable notice of any discontinuation of the Service.
7.4 Except as expressly set out in these Product Terms, all use of your personal information will be made in accordance with our Privacy Policy.
8. Customer Services
8.1 Please call our Customer Care team on 0870 750 7830 if you have any questions or problems with the Service. Our Customer Care team will assist you if you have queries about compatibility, the download process, billing, security technology or other associated factors with this service to ensure a successful download. Calls to Customer Care are charged at up to 4p per minute from BT landlines; other providers may vary.
8.2 The Service is operated for Arsenal Mobile, by Infomedia Services Limited, 7 Premier Court, Moulton Park, Northampton, NN3 6QB.8.3 If you have any queries please contact Infomedia Mobile Customer Care on 0870 750 7830.
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